Speech Analytics

The road map to enhancing your customer experience lies in the root of your customer’s wants and needs. The best way to identify that (or arguably, the only way) is getting into your customer’s perspective. By understanding their needs, preferences, and pain points, you can create a more personalized, engaging, and memorable experience that will keep them coming back for more. The same goes for our clients, the businesses and brands that partner with us to manage their customer experience. So, in this blog we’re answering the top 5 questions that people Google about customer [...]

Speech analytics gives businesses the ability analyze customer interactions and improve their overall customer experience. Using a combination of advanced speech recognition and natural language processing technologies, it it transcribes and analyzes customer calls, providing businesses with valuable insights into customer sentiment, behavior, and preferences. […]

Did you know that Natural Language Processing (NLP) is a feature of computer science and AI? It’s all about getting computers to understand human languages, which can be pretty complex and tricky. NLP breaks down language into parts like words, phrases, and sentences, and analyzes how they all fit together. It also takes into account things like the context and cultural factors that can influence how people speak. […]

In the call center business, keeping track of data is essential to determine how successful operations are. The Number of calls received, number of minutes an agent takes on a single call, number of times the customer calls until their inquiry is solved, and of course, the amount of positive or negative surveys on customer satisfaction. For Callzilla, quality and satisfaction are a priority, and that’s why all of this data is compiled and analyzed using Speech Analytics, a system that is able to give us a clear idea of what our contact centers are [...]

Speech analytics technologies are the must-have tool of today in the call center environment. Analytics enable us to have a clear idea of how customer interactions are handled, gives us info on agent performance, and automates QA processes that used to be time-consuming and took an large amount of workforce to fulfill. At Callzilla we want you to know some of the perks that using speech analytics solutions brings to your business, so follow along! […]

Speech Analytics is the future of quality monitoring for Call Centers, and Callzilla is jumping right in! We have partnered with Observe.AI to automate tedious quality assurance tasks and receive faster actionable insights on a broader spectrum. Observe.AI performs a deep analysis of each audio recording, and gives us human-like insight on the result of that call. Our QA Monitors are able to quickly identify pain points based on the system’s analysis, and focus their time on providing Agent feedback and improving processes. We’re going to give you a run down on how the process [...]